Complaints

This profile includes complaints for Pella Mid-Atlantic, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pella Mid-Atlantic, Inc has 4 locations, listed below.

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• 

  Pella Mid-Atlantic, Inc

  12100 Baltimore Ave Ste 1 Beltsville, MD 20705-1374

  
• 

  Pella Mid-Atlantic, Inc

  7505D Leesburg Pike Falls Church, VA 22043-2104

  
• 

  Pella Mid-Atlantic, Inc

  7613 Wisconsin Ave Bethesda, MD 20814-3651

  
• 

  KC Company Inc Pella

  105 Annapolis St Annapolis, MD 21401-1360

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had seven windows installed earlier in the fall to the tune of $10,255.42 in November 2022. From the very start, we had issues with screensone was not included in the order, and the installers did not know how to install another two. A number of weeks later, another person came to install all of the screens but he had issues with two of the screens. In fact, he installed one incorrectly, so it does not work at all, and after he left I noticed that the siding of the other one was falling off. This person said he put in an order to replace the screen he broke and that it should be available in under a week. That was approximately four months ago.We have not paid the final installment on the order and we wont until everything is installed and in working order. The question is, when will that happen? This order is under my wifes name, ***************************. PSI SR/Customer ****** ********

  Business Response

  Date: 04/06/2023

  Please see the attached sequence of communication with ***************************. While the posted message from ************ states that the issue they are experiencing pertains to screens, as you can see from the communication with ********************* there is an issue with the trim, and the screen issues had been resolved for some time now. ************************* last email dated March 13th states that she will provide photos of the trim, and we have not heard back. Not sure of the disconnect between ********************* and ************, but we are simply awaiting communication from them to move forward. I hope they are able to communicate with us directly and ask that they remove their complaint here as it lacks merit, thank you. 

   

   

  Business Response

  Date: 04/07/2023

  Please see the email chain attached, I also attached it previously. This is the most recent and relevant communication. 

  Business Response

  Date: 04/13/2023

  Please see attached, the customer is trying to contact the BBB to correct their error. 

  Business Response

  Date: 06/01/2023

  Please see the attached sequence of communication with ***************************. While the posted message from ************ states that the issue they are experiencing pertains to screens, as you can see from the communication with ********************* there is an issue with the trim, and the screen issues had been resolved for some time now. ************************* last email dated March 13th states that she will provide photos of the trim, and we have not heard back. Not sure of the disconnect between ********************* and ************, but we are simply awaiting communication from them to move forward. I hope they are able to communicate with us directly and ask that they remove their complaint here as it lacks merit, thank you. 

  Customer Answer

  Date: 06/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  we are still waiting to have the trim repaired. We have sent photos numerous times to various parties. Not sure what the disconnect is. We will remove the complaint once this issue is finally addressed.

  Regards,
  
  *************************

  Business Response

  Date: 08/24/2023

  From: ************************** <************************************>
  Date: Thu, Aug 24, 2023 at 10:33 AM
  Subject: ************************* - Complaint ID ******** - Completed / Close Out
  To: ************************************ <************************************>
  
  Hello ****************,
   
  We have completed the project for **************. We have sent an email and left a voicemail for the customer to confirm that they are happy. We also have the attached before and after pictures that confirm the work was done.

  Customer Answer

  Date: 09/04/2023

  Pella did complete the work, more than a year after they started it.

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a front door and windows on 12/31/2001. In August, Pella finally delivered the door and windows and charged me the 60 percent delivery charge and proceeded to install. Unfortunately, they measured the door and sidelights incorrectly and had to reorder. I am willing to wait for the correct door and sidelights, but they should refund the 60 percent delivery charge for the door only. I have called 4 times and was promised the temporary refund until the door arrives, but no refund or call backs ever occur. Standard practice would be to refund the delivery charge for a commercial customer for an incorrect delivery. I would expect the same for a residential customer. I have now paid 90 percent down on a $7,000 door I ordered over 9 months ago. Pella should refund me the 60 percent delivery charge until the correct door and sidelights arrive.

  Business Response

  Date: 04/13/2023

  This project for this customer has been completed on or about November 18th 2022. We see this matter as closed, thank you. 

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid PELLA in full on July 19 2022 for installation of one Bay window and one sliding door with screen. The trim was damaged on the bay window sill. Instead of ordering replacement, or even bringing it to my attention, they put putty over it and left it be. They also took the alarm monitor that was attached to the frame of my door. I brought it to their attention and they sent a rep. The rep said the best they could do was offer me $800. I did not think this was a fair offer considering the sill is a complete eye sore considering what I paid, and I still don't have the screen door. They came back with an offer of $1000.00 and I agreed to it just to have this go away. I have not received the check, nor the screen door. They failed to honor the contract and now I want retribution. I am considering them redoing the Bay window, but I do not trust they will do it in a timely nor professional manner.

  Business Response

  Date: 04/13/2023

  Check was received by the customer on or about September 30th 2022, we see this matter as closed, thank you. 

• Initial Complaint

  Date:08/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 31 March 2021 we signed a contract with Pella to install windows. I paid a $1586 deposit with the remaining $3703.33 due upon install. The original installation date was scheduled for 5 AUG 2021. On 4 AUG 2021 Pella called to inform us the windows were broken and needed to be reordered. Because I was on military deployment, my wife and I opted to postpone the install until I returned from deployment. Pella requested to reschedule for 21 July 2022, but I would not return from deployment so my wife asked Pella to to install on 23 August 22. On 22 August 2022 Pella called and informed us that the windows were broken once again and they needed to be reordered. At this point I am requesting Pella return our funds and cancel the order. We have requested to speak to management, but we have not yet received a phone call.

  Business Response

  Date: 09/12/2022

  Hello, the customer is requesting a refund, however the windows are here in our warehouse and the install is scheduled for 9/27/2022 or 2 weeks from today. As a result of the windows being in our warehouse and Pella Mid-Atlantic's inability to return the custom windows which were constructed for this customer, we are not able to issue a refund. We will call the customer, apologize again and seek to continue with the install process, thank you.